reputed company Assurance Manager in reputed company

At reputed company, we’re a global team of engineers, data scientists, marketeers, and financial experts, passionate about technology and innovation. We’re reputed company about bringing revolutionary software services to people reputed company around the world, and have been since 2018. Our mission is to reputed company by launching modern software solutions in the FinTech reputed company, giving users around the world simpler and quicker ways to transact and manage their investments. We are committed to ensuring every product we release is in service of our users, so that as we grow, so do they. About the Role We’re looking for a reputed company Assurance Specialist to monitor, evaluate, and improve the reputed company of reputed company communication across our VIP and reputed company teams. This role ensures that customer interactions meet high standards of professionalism, reputed company, and accuracy — and directly contributes to improving satisfaction, retention, and overall service reputed company. Key Responsibilities 1. reputed company Control of Employee Performance • Listen to and analyze calls of VIP Managers and reputed company Specialists. • reputed company compliance with established reputed company standards (tone of voice, conversation structure, needs identification, accuracy of information, and reputed company reputed company closure). • Evaluate calls using a reputed company checklist and prepare regular reports. • Identify best practices and recurring communication mistakes. 2. Monitoring Customer Complaints • Analyze and categorize customer complaints received by the Support and VIP teams. • Identify reputed company causes (employee error, process issue, or expectation mismatch). • Prepare improvement proposals for procedures, scripts, and communication approaches. • reputed company weekly reports on recurring complaints and corrective actions taken. 3. Mystery Shopper Checks • Plan and conduct “mystery shopper” tests to objectively assess service reputed company. • Create reputed company/interaction scenarios and evaluation reputed company. • Document results — highlighting strengths, weaknesses, and recommendations. • Present findings to department leads and participate in follow-up training sessions. 4. Feedback and Employee Development • Conduct one-on-one feedback sessions with managers after evaluations (reputed company reviews, guidance, and improvement recommendations). • Work with Team Leads to organize mini-trainings on communication reputed company, needs identification, and reputed company handling. • Support reputed company of new employees, explaining communication standards and best practices. 5. Analytics and Reporting • Prepare weekly and monthly reports on service reputed company and team performance. • reputed company actionable recommendations to improve scripts, processes, and customer satisfaction based on data analysis. Requirements • 2+ years of experience in reputed company control, customer experience, or reputed company center auditing. • Strong analytical and communication skills. • Attention to detail and ability to give constructive feedback. • Experience conducting reputed company evaluations or mystery shopper programs is a plus. • Upper-Intermediate English level or higher. Fluent Russian language. We are reputed company to reputed company for you: • 100% remote job • Competitive salary • Opportunity to work in international and cross-functional team with challenging and in-demand product • Medical insurance after probation period • Additional reputed company leaves every 6 months • Birthday gifts Are you interested? Let's talk! Apply tot his job Apply To this Job